Customer Onboarding Manager German Speaking

Description

XM Cyber is a global leader in hybrid cloud security. XM Cyber brings a new approach that uses the attacker’s perspective to find and remediate critical attack paths across onpremises and multicloud networks. The XM Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their businesssensitive systems.

Our Customer Onboarding Managers (COM) are the face of XM Cyber to our new customers, during their onboarding phase; they play a critical role in their longterm success. The Customer Onboarding Manager helps new customers adopt and realize value from the XM Cyber platform quickly and effectively, setting them up for longterm success.

Responsibilities

• Manage a portfolio of onboarding projects, ensuring that the projects are consistently delivered on time and with quality
• Managing, assigning, and conducting onboarding meetings, product demos, company presentations, workshops, and training
• Partner with customers to understand their business processes, deployment goals, and requirements and provide product information to serve those goals. Work closely with clients to configure our SaaS solutions to align with their business needs, providing technical expertise and recommendations
• Project Management: Develop and manage project plans, timelines, and milestones to ensure successful onboarding, tracking progress, and proactively addressing any roadblocks. Effectively manage all project communication, both internally and externally
• Educate and enable customers on XM products and best practices, drive the onboarding to deliver fast time to value
• Collaborate with the team, identify and eliminate roadblocks that can be onboarding risks, and coordinate with internal resources to ensure resolution
• Issue Resolution: Address technical issues, troubleshoot problems, and collaborate with crossfunctional teams, such as product development and support, to provide timely solutions
• Feedback and Improvement: Gather client feedback and insights to improve the onboarding process and provide recommendations for product enhancements
• Customer Relationship Management: Build strong, lasting relationships with clients, serving as the primary point of contact during the onboarding phase
• Work closely with CSM and Sales to ensure smooth handoffs through the customer journey
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  Requirements

  • Minimum 4+ years of experience in customer onboarding, customer service, support, account management, or customer success
  • Experience working for a SaaS company Must
  • Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues
  • Strong presentation skills to all levels on the customer side
  • Strong analytical and goaloriented mindset backed by project management skills
  • Ability to deescalate customer support requests and maintain a positive, goaldriven customer relationship
  • Managedonboarded fortune 500 customers
  • Highly technical
  • Have the ability to identify upsellcross sell opportunities.
  • Managing a portfolio of fortune 500 customers onboarding delivering on time and with quality.
  • Ability to execute projects in Agile and waterfall methodologies
  • Nativelevel German Must
  • Fluent in English Must
  • Fluent in Spanish and Portuguese Advantage

  • Advantage

    • Experience with networking Advantage
    • Experience with cyber security Advantage
    • Fluent in either of the following languages: Spanish, French
    • Knowledge in Salesforce Advantage
    • PMP or other relevant certifications
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